We have been awarded the “Most Loved Workplace”! At Metro Bank, people come first – our culture is all about bringing the best out in our colleagues, and making sure everyone feels valued, respected, seen and included. We strongly believe in a diverse and inclusive workplace and to find the very best person for the job, we always look across a wide range of diverse communities.
What you will do:
1. Be responsible for the efficient and effective collection of all arrears cases, ensuring internal and external SLAs are adhered to at all times.
2. Contact our customers to set appropriate arrangements to pay, communicating with them both verbally and in writing.
3. Escalate potential shortfall to the business for provision consideration and proposal of corrective action, making sure you are doing this in the best interests of both the customer and the Bank.
4. Make arrangement of repossession activity, under the guidance of senior management and in line with agreed processes.
5. Administration of Direct Debits and any unreturned items.
6. Liaise with internal and external colleagues as well as third party companies, to include but not limited to: introducers, insurance companies, solicitors, repossession agents, insolvency practitioners.
7. Maintain up to date and accurate records, posting late payment fees and allocation of monies.
8. Reschedule customers’ agreements with Credit approval when appropriate.
9. You may from time to time be required to assist with numerous tasks within the wider Operations team.
And... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the ability to call out any concerns.
What you will need:
1. Previous collections and arrears experience.
2. Good knowledge of the day-to-day collections processes from pre-arrears to resolution.
3. Experience in assessing the affordability aspect when setting an arrangement to pay and understanding of how small businesses operate and the barriers to making payment.
4. Experience of managing repossession processes, including management of 3rd party agents.
5. Experience of the asset finance industry, our documentation, and the various associated risks.
6. Great communication skills both written and verbal – this role requires to be an effective, assertive, and confident communicator.
7. Excellent organisational skills with the ability to prioritise workload and meet strict deadlines.
8. A high level of accuracy, attention to detail, and great problem-solving skills.
9. Ability to work on your own initiative as well as work as part of a busy team.
10. Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders.
Our promise to you…
1. We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts!
2. We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!).
3. We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible.
Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box. We also know that ‘normal’ office hours aren’t always doable, and while we can’t accommodate every flexible working request we are happy to be asked. So if you are excited about working with us and think you can do much of what we are looking for but aren’t sure if you are 100% there yet… why not give it a whirl? Please note that sometimes we may close a job earlier for applications if we are inundated with amazing candidates. Good luck!
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